General RV Center

The customer was been in the service center and is now repaired. The location reimbursed the customer the expense to have the tow/haul mode repaired

We have been working with Mr. [redacted] for the last few weeks sorting out the issues they have experienced with getting their permanent plates. At my last update Mr. [redacted] had a new temporary and the permanent plates were being processed. He had an appointment to come into our dealership to sort...

out any other concerns he had,  yesterday but did not show up, but we do expect him in the next few days. We will continue to offer any assistance we can to Mr. [redacted] if needed.

As we understand the slide rails were installed incorrectly from the Manufacturer. The customer had the slide temporally fixed at another dealer. When they brought it back in the proper parts were ordered on 6-9-17 They arrived a little over a week later as typical parts take 2-4 weeks. The customer...

was also in contact with the manufacturer during this process. The delay was on the manufacturers side with approvals and parts delivery It is repaired and back with the customer.

I am looking into the issues of getting them resolved.  [redacted]eft me [redacted] a voicemail at 2:27 today (12/16/14) and I returned his call with a voicemail on the number he left at 3:27 today.   We are anxious to get Mr [redacted] unit fixed and back into his...

possession.  We have been working diligently with the manufacturer to get his items repaired through his warranty through the manufacturer. 
Will update again once the unit is repaired. 
Sincerely,
[redacted]
Operations Manager

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]  First and foremost [redacted] needs to be honest with what he writes..  We never said we would wait for the camp season to be over, because if that were the case we would have waited until November 1, 2015 that is the official closing for camping in our park.  Or January after our Month long trip to Florida  in December.. the agreement was that when all the parts came in then we would bring the RV to them so they could fix all 30 problems so that we didn't have to bring it back and forth for each part that came in and also so they would only have the Motor Home for a week or two..Which it has now been 4 weeks..The First time [redacted] the service man came to Greenwood Acres ( June 24-first available date for them) where we have a seasonal site he brought a camera, mineral spirits, caulk and a rag.  We thought to fix the Windshield washer motor, which he did not, he did take a picture, to fix the shower which leaked thru the walls into the living area,  he caulked the bottom corner, and took a picture.  It still leaked thru the walls where I told him it was leaking,( he assured me I was wrong.) And to snap a picture of the furnace, as he knew it was the mother board, because the vents invite water. He told us to go and buy an electric heater for the cold nights...He took the DVD player because he said it was bad... and took a picture of the smoke detector that would go off every night.After numerous phone calls to find out when they were going to fix the problems and no phone calls back, we decided to go into the store and speak with them.We went into the General RV store on July 10- to let them know of all the other problems and they gave us a new smoke detector ( as Greenwood Acres called us and said something was going off in the RV it was the smoke detector so we ran out there and took the battery out of it ) [redacted] Set up an appointment for his best Service guy to come out on July 14, 2015The second time (JULY 14) [redacted] and another service man came out they brought a new captains chair and installed it, then went outside to fix the windshield washer motor.  I had to bring it to their attention that the Chair didn't match.. They unhooked it and put the old one back in.. And wired it wrong,  instead of going forward when you pressed the button it went backwards.. They checked the shower and it was leaking thru the walls and said it needed to be brought in for a brand new shower.. They checked the DVD player that they gave us at the store and found out it was not the DVD player it was the Cords in the walls,  they were shorting out all the other tvs.. ( [redacted] a neighbor of ours was in the motor home when this was happening while [redacted] was messing with the tv in bedroom the tv in the living room was going blue screen) He sent his assistant to manards for a long cord to try and fix it.. Said it had to come in and he would contact [redacted] because the wiring in the walls were shorting out...\He checked the wiring and hoses that were falling out of the bottom of the slide out.. He pushed them back up and said he would need it in shop to fix. [redacted] then opened the furnace door and water gushed out and he said the door design was wrong and that they would contact [redacted] for new door and mother board as he screwed it back in... it broke the door.. [redacted] then tried to replace the screws on the door with larger ones only to figure out it was a bigger problem and that it would poke bigger holes in screen.. his comments was, " it's the screws that they sent him with"He looked at the toilet tank sent a camera down there  and found there to be a problem and would need it in the shop.. as well as the other things.. I said I don't have a problem with bringing it in but I wanted all the part there before hand,  including a new outside refrigerator because this one doesn't get cold.. a new outside sink because this one is rusted new seal around outside kitchen because of it holding water.. They called and said all the parts were in and for us to set up a date .  that date was September 8.On the drive from Jackson Sepember 7 the RV was all over the road, the mirror on drivers side was shaking so bad you could not see out of it, all the drivers side lights in the front were dim and then a basement door was coming off,  I had to pull over and get some duct tape to tape it so it would not blow the rest of the way off and kill a motorist.. [redacted] the service manager from General said that [redacted] has sent some sticky tape to fix the door and it didn't work. He said there is a control under the bed to adjust the refrigerator outside and that was the problem.. instead of getting a new one he would show us how to adjust it from under the bed taking a panel off.. He said a new gasket was replaced for the furnace and we ask where does the water go them when the vents invite water when it rains or when we wash it.. he said there is a pan in the back like a refrigerator and it just sits there.. other then that he doesnt know..WE ask about the slide not going all the way in and he said [redacted] was sending a new seal,  the slide is bowed in the middle, right where the wiring was falling out..[redacted] said he didnt know.. [redacted] said him and [redacted] took it for a test drive on September 18 when we went in to speak with [redacted] on how the repairs were going.  [redacted] hid out in the back while [redacted] talk with us [redacted] said there was nothing wrong with the coach that it drove fine.. We waited to speak with [redacted] but they said he was busy or had left, knowing we were there to speak with him, We left a message for him to call us.. He never did.  We again called and left a voice mail for him to call us and again we have not seen or heard from [redacted].  On our visit September 25- [redacted] said he was waiting on [redacted] to send a seal for the slide out that wont go in all the way and that the coach was sent to the Ford Dealer on September 24 with front end problems.. The gear box and other issues.. As of right now,  they have had my coach for 4 weeks..Every Friday we went into General Rv to see how the repairs were going,  This past Friday October 2, 2015 we didn't go into General Rv because we are tired of the run around from them.  And Because the VP of General Mr [redacted] got into contact with us and said he would try to help us..AS of late, [redacted] was suppose to call us this morning, October 5, 2015 as we have not heard from him.. SO again nothing has been resolved.  I keep getting the run around.

Customer was refunded his deposit. Sales Manager at the location spoke to customer and offered his assistance in the future if he needed anything. Customer responded he may be relocating before he commits to buying.

I am sorry the used unit you purchased "as is" was not as you expected. 
The unit was traded in to another dealer, without you owning the RV, General RV cannot help resolve any issues going forward.
[redacted]
VP of Operations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was extremely satisfactory and General RV went out of their way to make things right. Thank you,
[redacted]

This complaint is showing resolved.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are awaiting for parts to arrive that are on order to do the repair.  We are also doing a no charge winterization for the cusotmer.  [redacted] our service manager has several calls into phone# [redacted] with no response back.  we will attempt to reach...

"evening" phone tonight.
 
Sincerely,
[redacted]

Our Director of sales contacted Mr. And Mrs. [redacted] and invited them to the last RV show in Novi. I was told they did purchase a new RV at that show. We have discussed the break down that may have occurred in the lack of communication and strive to learn from any of those faults. We hold monthly...

management meetings that we address any concerns.

Mr. [redacted] came into our Brownstown location on 12/15/2016 and he placed an order for a 2017 Jayco Flight with customized options that we do not carry at any of our locations.  He came back into the Brownstown location and placed a $1500 non-refundable down payment for this unit on...

12/17/2017.  He signed documentation authorizing the special order and the non-refundable down payment. During this time a loan was secured for Mr. [redacted] on 12/16/2016 for the full dollar amount of this transaction.    When we received the below compliant from Mr. [redacted] we contacted him to discuss this matter.  He has advised us that he would like to hold off on his purchase until the spring.  We have decided to refund Mr. [redacted] his $1500 non-refundable down payment and work with him in the spring on his purchase.   General RV Center now considers this matter now closed with Mr. [redacted]

The sales manager from BirchRun has given me his response below- General RV ownership believes all concerns have been addressed at this time.  We apologize for any frustration.Interest rate issue: We sent to THEIR bank as they requested, and received a buy rate (it’s a Credit Union)  they...

in turn went there on their own, and the CU ran their credit without seeing we had sent it in and gave them a lower rate.  Keys issue: The tech that did the walk through did actually give them the wrong keys.  Somehow they got switched with another delivery right next to it. Warranty issue:  All warranty info should be spelled out in owners manual. Double charge on CC issue: We were supposed to refund their hundred dollar deposit at time of delivery.  This didn’t happen right away.  As soon as I found out, I went on their AR and refunded right away.  There was only $100 on there so I don’t know why they’re saying they were double charged. After getting survey feedback, I called and spoke with Mrs. [redacted].  That is when she made all these complaints to me.  I tried explaining the rate issue, the key issue, and warranty issue, but I caught her at a bad time she was heading to a meeting.  I called back next morning to get CC# for refund and I immediately refunded it.  Had we known how upset they were at time of delivery, we may have been able to fix things.   [redacted]Sales ManagerBirch Run

[redacted] the Operations Manager has been in contact with Mr. [redacted].
[redacted] is very confident we can work together to find a resolution to this complaint.  We would ask that if the solution that is determined between [redacted] and Mr. [redacted] is agreeable to him that he notify the Revdex.com that...

this complaint has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,
[redacted]
Bottom line.  First.  Regarding my comment about burning the camper was nothing more than every man who's had problems with a vehicle at one time or other, has said or thought, that "for fifty cents I'd drive this car off a cliff."  Simply an expression of frustration.  Because I refused your offer to pay for extermination fees doesn't meant it hasn't been treated.  Now I wait.  Even if the process is a success I will still not spend one night in the unit.  As I stated my experience with General RV has left a bad taste in my mouth.  The thought of a re-infestation on the horizon will not allow me to rest.  I wake up every night since this discovery and worry about how I can get rid of this albatross and it would appear that I am between a rock and hard place.  You refuse to buy the unit back, resting on the contractual clause that states, used campers are bought as is.  Taking your offer would absolve you of your responsibility to handle this honorably and with compassion for the buyer. My acceptance of your offer would expunge this claim against you and leave you looking magnanimous at my expense.  As far as I'm concerned there's nothing more to say and I'm on my own.

The customer met with General RVs VP of Service Operations and has worked through the concerns.We would ask the customer close the Revdex.com complaint as resolved if they are satisfied.

[redacted] our service manager has been trying to contact Mr [redacted] since this reply has come across.  We are awaiting his phone call to get him taken care of.  We are willing and able to work with the customer to get any corrections taken care of or needed.Sincerely,[redacted]

In response to customers complaint General RV has agreed to pay for the parts required to fix the customers brakes. In return the customer has agreed to pay for the labor involved in the brake repair. Brakes have been repaired as of August 2016.

[A default letter is provided here which indicates...

your rejection of the business's offer. 
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]
 The salesman told us the trailer did not leak yet the trailer leaked all over the place and had extensive structural damage as a result. In spite of several attempts to get various items fixed based on the 900.00 additional dollars we spent with General RV none of the items were fixed and none of our calls were returned after the initial visit by a repairman who did NOTHING.The trailer was in such a state as it was not safe to use as a result of the leaks and damage in addition to the leaky propane regulator and faulty control panel, since we couldn't get a response from General RV we were forced to get rid of it any way we could for our own safety. NOT RESOLVED BY A LONG SHOT.